Scaling the Customer Operations at SecureSave, including: Financial Operations, Regulatory Compliance (BSA/AML), Customer Success and Support.SecureSave is the first purpose built emergency savings app designed to help people save for an emergency and navigate unexpected financial hardships. Co-founded by Suze Orman, SecureSave is B2B making it easy for employers to add Emergency Savings Accounts (ESA) to their benefits program, and helps employees build towards a healthy financial future. With SecureSave, employers can provide an immediate positive impact on their employees’ lives.

Building the Financial Operations and Support at SecureSave from the ground up.

EarnedCard was an early-stage B2C FinTech startup offering consumers a credit card and mobile app designed to improve their credit score and provide access to wages before payday. I built the Customer Care Operations from the ground up, including designing and implementing a multi-channel support model. Role was strategic in developing go-to-market strategy and tactical in launching the support functions of the product through multiple iterations. EarnedCard did not survive the pandemic.

Senior-level General Manager role directly responsible for all Operations at ePlan Services, a B2B SaaS provider of online 401(k) plans and financial services solutions; a subsidiary of Paychex (NASDAQ:PAYX). • Managed local and remote leaders and teams, including: Client Service, Operations, Implementation, Sales Support, and Mutual Fund Trading• Led product initiatives to deliver new services and products that drive incremental revenue, including implementation of go-to-market plans • Developed organization-wide strategies to expand the client base and retain existing clients • Oversaw all business processes to support sales and provide the highest quality of service• Responsible for P&L and headcount management • Launched a formal work-from-home (WFH) and job levels program to increase employee engagement, curb churn and reduce office expense• Defined key performance indicators (KPI) and track metrics to ensure operational efficiency • Assisted Business Development in landing key strategic partnerships• Provided communication, reporting, and formal presentations of results to remote corporate executivesJoined ePlan Services in 2004 when it was a privately held startup company, with a “roll-up-your-sleeves” entrepreneurial attitude. Instrumental in scaling the Service and Operations, seeing the company through to acquisition in 2011 by Paychex, a leading provider of payroll, human resource, and benefits outsourcing solutions for small- to medium-sized businesses.

As a member of the ePlan Services Executive Team:• Led the client-facing Client Service and Sales Implementation and Support managers and teams• Managed relationships with strategic partners consisting of national banks, broker/dealers, RIAs, TPAs and payroll companies• Directed the product development of key new services and products to drive incremental revenue• Involved in the prioritization of new products and web features, including obtaining buy-in and securing alignment• Instrumental in scaling the Client Service and Operations during periods of double-digit client growth, including process/procedure creation and systems implementation (Salesforce CRM, Avaya Call Management System, ExactTarget Digital Marketing)• Played a key role in the due diligence and transition following the company acquisition by Paychex (NASDAQ:PAYX)• Advised Paychex on all aspects of the company and business, including product knowledge, processes and procedures, P&L, revenue streams, operating budget, key business partnerships, and personnel

Led the Sales Implementation and Sales Support organization, including:• Oversaw all Virtual Sales support, including Implementation of 401(k) plans post-sale• Created a Financial Advisor support model and team• Developed support model for national bank Internal and External Wholesalers distributing our product• Managed the process of converting retirement plan assets from various custodians• Created processes and procedures as new web features were released• Worked with cross-functional teams on product development, including requirements gathering and planning• Acted as product subject matter expert for Agile Software Development team